Support Forum

Someone shared a folder with me, which I was previously able to access, but I logged out of Box and when I logged back in, Box said it couldn't find the files. I had the collaborator resend the invite and the same thing happened. I even made a new Box account with my email alias and it still happened. How can I access the folder that has been shared with me?

We are testing working with offline files using the Box IOS app. When opening a file and attempting to add markup, comments, annotations, etc., whenever we try to save the file we get the message "something went wrong". The only option is to discard the changes. The logged-in account had owner permissions on the file - when online the same comments or annotations are saved without issue. Can anyone help with this?

Hello, we are trying to log in to account <personal information-redacted> and we get this error HTTP ERROR 500, no matter what we do we get this error.see attached screenshot

When I run a user report, one of the options is "logins" but it's not clear what is counted. For instance, is this only logins where credentials are manually entered each time, so that the Windows app would almost never count?

I'm trying to add a user to a shared folder through our corporate account, but I continue to receive an error "cannot invite a deactivated user." This is an external person I'm trying to add, and I successfully added 10 people from their company. They are not required to have a Box subscription...please help.

Default setting, I removed all check marks on items I've joined.  In the sub-folder, I set up override default setting and clicked Upload and Adds a comment. While I receive notification for upload, I did not receive any emails when somebody put a comment in a file within the sub-folder. Please urgently advise.    1. If this is a recurring glitch/ error, please advise.  2. Otherwise, would you please reset notification setup in default? I have other 10+ users that are experiencing the same error and need to be fixed as soon as possible. 

We are currently testing SSO login to Box using SAML integration with our company's IdP product. We have obtained a trial license for the Business plan (valid until 3/14). In the Admin Console → Enterprise Settings → Custom Setup tab, we attempted to set a custom subdomain name but found no field to input the subdomain. Is it not possible to set up a custom subdomain with the Business plan? If an upgrade is necessary to enable this feature, which plan should we switch to? Additionally, if we upgrade, will the trial's free period (until 3/14) remain unchanged?

Dear [Company Name] Support Team, I hope this message finds you well. I recently subscribed to your service by mistake and would like to request the cancellation of my subscription and a refund. Account Information: Name: 眞榮田圭　KEI　MAEDA Email:  <personal information-redacted> Subscription Date: 28/02/2025 Box Accout Number: B01736015 I realized that I unintentionally signed up for a paid plan and have not used the service. Therefore, I kindly request the cancellation of my subscription and a full refund. Please let me know if there are any forms or additional information I need to provide to process this request. I appreciate your assistance and look forward to your response. Best regards,眞榮田圭　 <personal information-redacted>

Needing support to contact me regarding updating the admin individual and email. We are needing to change access to box.com and files. Please assist.

Yesterday I upgraded to Business Starter but it immediately says all seats are taken even though it's just me. I'm also unable to access the site to open a ticket. Emailing support@box.com says that I have to subscribe if I want to contact support. ?

Hello, I've created hyperlink formulas in my Excel files linking them to other workbooks but I notice when I create a hyperlink to be directed to a specific tab, the link will either return an error or will only link to the first page of the Excel workbook I'm trying to connect.  Does anyone know how to fix this or a workaround for hyperlinks between Excel workbooks?  Any tips are appreciated.  I was hoping to build a model linking to other workbooks in Box so I need to understand why my hyperlinks aren't functioning correctly.  Thanks!

How do we raise issues? There's no button or information send support ticket?

I need to change my email address as current one is attracting too much junk email. I have a free account. I can’t find the option to change email. Thanks in advance. Gary

When I send a link with files to multiple people, I am alerted when they begin downloading them.  However, I am not given their name in the alert notification.  Is there a way to be alerted to their name?

My organization is now using the Box for Salesforce integration, which has been a wonderful help for us.  Is there a way to utilize this integration to automatically archive documents from Salesforce into Box? Say, if a file is of a certain age or a larger size, then an automation would run to move the file from Salesforce into the corresponding Box folder. Is this possible?

10ページに記載されているデータの破棄について、解約時に、事前に書面で申請してデータの削除を依頼した場合、削除したことを証明することはできますか？ Regarding the destruction of data as described on page 10, if, at the time of termination, I request in writing in advance that the data be deleted, can you prove that it has been deleted? Boxの安全性.pptx | Powered by Box

I am new to Box and wanted to remove a shared tag from 65 files. It was the only tag they all shared and it ended up being redundant. The other tags were crucial though. When I removed the one shared tag, it reset all 65 files to having no tags at all. Please tell me there is a way to recover these!

How do I merge a free and paid account in the same domian?

I am running Windows 11 Pro Version 10.0.26100.  Since yesterday, I am having an issue with Box Drive and Box Tools wherein Box appears in the Windows File Explorer but none of my folders or files are shown; I can only access them via the website.  I also receive a prompt to install Box Tools when it's already installed.  I have uninstalled and reinstalled Box Drive and Box Tools which resolved the problem temporarily until I shut down my PC and restarted it this morning.  Upon restart the problem presents itself again.  Please advise.

I'm building out several Box Apps that will contain Form Blocks.  These Form Blocks will link to a form another user created.  When I attempt to choose a form, I do not see any forms the other user created.  They are active, and I can access them via the URL, but cannot assign them to a Box App Form Block.  Any help, thoughts or direction would be appreciated.  Thank you.

One of our external collaborators needs help resetting his 2FA.  He cannot login to post or ask for help as it requires the 2FA upfront.  Can someone assist?

I'm trying to create a hyperlink in my Word document for a file on my Box drive (in explorer) that can be viewed by other people in my office who also have access to the files.  I can create the link, but when they tried to open it (from explorer), it says they couldn't see the file. It looks like it's creating a path to my computer. Is there a way to insert the link in my Word document so everyone in my office can see the document when they open the file? 

Hello, I have the problem that many of the Pages files I have edited on my Mac are not synchronised with the Box Cloud. The current Pages files are also no longer accessible, only old versions of the files. I don't have this problem with any other files. And it's only some files, others are synchronised.

Our organization has been aiming to integrate Box into our workflows in Salesforce more since we have implemented the Box for Salesforce integration. Is there a way to drag and drop files from the file manager in Salesforce into the Box for Salesforce LWC on a record? We are trying to bypass the need to save the files locally and then reupload them to Box. 

Every time I try and access Box, I get this pop-up.